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大學圖書館夜間參考館員對現行夜間 參考服務模式與利用即訊合作服務之 態度 Academic Evening Reference Librarians’ Attitudes Towards Evening Reference and Collaborative Live Virtual Reference 中興大學 蘇小鳳 [email protected] 圖書資訊學 研究所 • Evening Reference – US not USe! – Perception • • • • Importance Enthusiasm After effects Safety concerns • Collaborative Chat Reference • ? 感謝國內大學圖書館先進撥冗參予本研究之調查與 訪談，深致謝忱。 Shiao-Feng Su, ASIST Taipei 2 Research Methods • Telephone survey – Not web (consultation service vs. open) – A total of 75 university libraries • Questionnaire survey – Two sets of questionnaire • Evening and Day – Maximum of 5 participants from each library – Inferential statistical analysis: • Chi Square, t-test, and correlation coefficient test • In-depth interview – 8 university libraries – Interviewees: max = 10; min=1 Shiao-Feng Su, ASIST Taipei 3 Research Questions – – – – – – 國內大學圖書館實施夜間參考諮詢服務 之現況如何。 大學圖書館實施夜間參考諮詢服務之困 難何在。 大學圖書館夜間參考諮詢服務對館員身、 心及生活安排的影響為何。 館員對夜間參考諮詢服務及相關議題之 態度與主觀覺知為何。 館員對過往合作式數位參考服務之態度 為何。 圖書館合作式即時數位參考諮詢服務在 國內發展之需求性及可行性如何。 Shiao-Feng Su, ASIST Taipei 4 Shiao-Feng Su, ASIST Taipei 5 個人背景資料分析 Gender Subgroup Male Female 11.9% 88.1% Evening Day Evening Day 14.7% 7.3% 85.3% 92.8% Shiao-Feng Su, ASIST Taipei 6 婚姻 Marital Status Married Single 54.3% 45.7% Shiao-Feng Su, ASIST Taipei 7 LIS 85.3% Others Business Administration Business Education Finance International Trade 14.7% MIS Others 47.3% 52.7% English History Japanese Technology Innovation Management Electrical Engineering Telecommunications Management Cosmetic Science Shiao-Feng Su, ASIST Taipei 8 Supervisors (directors) Librarians Other Positions 17.3% 75.7% 7.0% Full-time Evening Librarians 2.2% Library Assistants, Instructors, Contractors Student Workers 4.3% 0.5% Shiao-Feng Su, ASIST Taipei 9 Live with kids aged 0-6 With parents 37.8% 38.5% Lived with kids aged 0-6 and parents 37.8% 38.5% 7% Shiao-Feng Su, ASIST Taipei 10 Live with kids aged 7-12 24.3% Live with kids 7-12 and parents 24.3% 38.5% 3.3% Shiao-Feng Su, ASIST Taipei 11 Dedicated reference department/division Evening Day 86.2% 50.7% Shiao-Feng Su, ASIST Taipei 12 ER 幾點就該關? Shiao-Feng Su, ASIST Taipei 13 輪值人員模式 – 現行 All Librarian Reference Librarians Student Assistants Full-time Evening Reference Librarians Others 46% 19% 17.5% 9.5% 8% ALL ALL except for supervisors 34.3% 11.7% General LIS 16.8% 0.7% Shiao-Feng Su, ASIST Taipei 14 Ideal Staffing Model • • • • • • Full-time Evening Reference Librarians Reference Librarians Only All Librarians Student Assistants All but department heads Others (2.4%) – Library Assistants – Chat Reference Why not ideal? • Budget constraint • Staff shortage • Equity Shiao-Feng Su, ASIST Taipei 15 Ideal Staffing Model (Graph) Shiao-Feng Su, ASIST Taipei 16 Ideal Evening Staffing Model (within Evening Group) Priority Reference Librarians Other departments 1st Full-time Evening Reference Librarian (42.9%) Reference Librarian (38.1%) 2nd All together Full-time Evening Reference Librarian(31%) 3rd Reference Librarian (13%) All together Never a top Shiao-Feng Su, ASIST Taipei 17 After Effects Married librarians: 40+ : 80.00% negative influence on 家庭 (p< .01) 60.00% 家庭 進修 40.00% 健康 精神 20.00% negative influence on 家庭 (p< .05) 精神 ( .05 < p 0.00% < .10 ) 負面影響 沒影響 正面影響 Shiao-Feng Su, ASIST Taipei 18 重要性? Shiao-Feng Su, ASIST Taipei 19 熱忱 Shiao-Feng Su, ASIST Taipei 20 館員對夜間參考服務之 重要性與熱忱度之 主觀覺知之比較 50% 40% 30% 重要性 熱忱度 20% 10% 0% 非常正面 正面 中立 負面 非常負面 Shiao-Feng Su, ASIST Taipei 21 安全: 館員 Shiao-Feng Su, ASIST Taipei 22 安全: 使用者 Shiao-Feng Su, ASIST Taipei 23 安全: 其他工作人員 Other Staff's Safety 30% 25% 20% 15% Evening 10% Day 5% 0% Alway s Ev en in g Day 8 .5 % 1 9 .7 % Freq u en tl So metime s y 2 9 .3 % 2 6 .2 % 2 5 .5 % 1 9 .7 % Seld o m Nev er 8 .5 % 2 4 .6 % 2 8 .3 % 9 .8 % Shiao-Feng Su, ASIST Taipei 24 應給予夜間館員較優的補償? Shiao-Feng Su, ASIST Taipei 25 應給予夜間館員較優的補償? 50.0% 40.0% 30.0% 20.0% Evening 10.0% Day Day Evening 0.0% Absolutely Necessary Necessary No Opinion Not Necessary Extremely Not Necessary Shiao-Feng Su, ASIST Taipei 26 Part II Attitudes toward using chat in place of in-person evening reference General attitudes • Chat Reference is valuable (p< .01) • Happy to participate – In chat and collaborative chat reference (p< .01) – For users, not for reducing evening work • Save user’s trip • Alternative channel • Pressure – Look – Performance – Speed • Chat reference interview ≠ in-person reference interview (p< .01) – Better than e-mail reference – Inferior to face-to-face Shiao-Feng Su, ASIST Taipei 28 Confidence • Feasible? Yes (p< .01) • Success? – Confident about Chat – Doubt about collaborative chat • Previous experience • Need more collaboration and scheduling than current “CDRS” project • Leadership – Obstacles in practice: • • • • Library policies Branch/small libraries Resources and databases (expertise) Question type – walking and pointing Shiao-Feng Su, ASIST Taipei 29 Audio and Image • Audio and image capabilities is a must in the survey (p < .01) A udio/Image is a must 10.3% 0.5% 10.3% 14.1% Strongly Agree Agree No Opinion Disagree 64.7% Strongly Disagree Shiao-Feng Su, ASIST Taipei 30 Perceived Effectiveness of Different Types of Services Priority Type 1 67.2% Traditional Face-to-Face Reference 2 15.6% Chat Reference 3 11.2% Telephone Reference 4 2.2% E-Mail Reference Shiao-Feng Su, ASIST Taipei 31 Preference Priority Type 1 Traditional Face-to-Face Reference 2 Telephone Reference 3 E-Mail Reference 4 Chat Reference Shiao-Feng Su, ASIST Taipei 32 In-depth Interview • 態度 – 夜間參考的重要性 – 婚姻 » 離開參考組 » 對家人愧疚 – 安全 – 壓力: » 回覆速度 » 影音 – 服務對象 » 大學生 – 合作 » 樂意但不樂觀 » 擔心資源不等 – 利他而非利己 Shiao-Feng Su, ASIST Taipei 33 Conclusions • Evening reference – Value – Effects – Enthusiasm • Chat and collaborative chat reference • Previous experience counts • Normal life with the help of chat? – Low usage + well-trained student assistants Shiao-Feng Su, ASIST Taipei 34 再次特別致謝 • 感謝大家幫忙填寫問卷與接受訪問! Shiao-Feng Su, ASIST Taipei 35 謝謝聆聽 敬請指教 Thank you 蘇小鳳 20